Maria Caro Email & Phone Number

Vancouver, British Columbia, Canada

Bogotá, Capital District, Colombia

Responsible for enabling a high performance, and innovative customer centric culture across Canada and International Banking Contact Centers acting as a Subject Matter Expert for Canada and 7 other countries, implementing productivity and process improvement projects, participating in cross functional teams and working close with vendors, stakeholders, country partners, product owners and support areas. Contributions:• Implemented 5 smart automation solutions to improve customer resolution and risk management, reducing operational cost by 19%.• Reduced staff turn over by 12% in 2019 due to the success of employee development, recognitions, and incentive programs.• Improved customer satisfaction index by 27% and sales index by 14% withing 1 year thanks to customer effort reduction strategies and front-line empowerment.• Won “Best of the Best Award” in 2015, 2018 and 2020.

Bogotá, Capital District, Colombia

Leaded integration projects for Citibank and Scotiabank Contact Centres, Responsible for, business plan, budget, strategy definition, project execution and post-integration anchoring. implemented day-to-day front line, retention, and digital channel units ~380 FTEs ensuring world-class customer service.

Colombia

Implemented and communicated plans, strategies, and coaching tactics to develop a sales and customer service team based on sessions such as Huddles side by sides, hot laps, role-plays, rapid fires etc.Contributions:• Consistent achievement of sales targets • Won “Leadership Platinum Value Award” in 2014